Issues with my OFFICE 2016

Question

Issues with my OFFICE 2016

Mario De Figueiredo 0

Good day Dear Sir/Madam

I need your help and support in resolving the following situation.

I purchased OFFICE 2016 in 2015/2016 in South Africa, the country where I lived at the time.

Product: Office Home & Student 2016

[Removed PII]

It always worked on this computer without problems.

Today, September 25, 2026, I received a message that it is necessary to activate it, otherwise it will end on September 29, 2026.

I managed to find and enter the Product Key:

[Removed PII]

After the entire product activation process, I received the message:

This product key was used with a different account

How is this situation possible considering that:

I purchased your product, forever, i.e., without a subscription.
This unit was installed on my computer and is registered to my Microsoft account.
Since it was purchased, it has been installed on this machine and has NEVER had any technical problems.
I have the original product box as well as the card with the Product Key.

Based on the above, I would appreciate it if you:

a. Proceed with the verification of this situation.

b. The resolution of this issue as quickly as possible.

If you need any additional information for the URGENT resolution of this matter, you can contact us at:

Email: [Removed PII]@gmail.com

Cell: [Removed PII]

I awaiting for your reply.

Best regards,

[Removed PII]

0 comments

2 answers

Your answer

Answer 1

Mario De Figueiredo 0

Hi

So far there has been NO response from Microsoft support.

I tried all the numbers available on the website, always being attended by an AI assistant that does NOT offer solutions.

The only way to solve the problem was to purchase a new OFFICE 2021.

Which is NOT correct since the version I have of OFFICE 2016 is lifetime.

I think it's a Microsoft technique to force users to buy or subscribe to new products.

Ian-T 12,730 Reputation points Microsoft External Staff Moderator

2026-09-29T05:32:37.4+00:00

Your frustration is understandable. Office 2016 was sold as a one-time purchase, so it did not become a subscription or expire simply because a newer Office version was released.

However, support for Office 2016 ended on October 14, 2025. Microsoft no longer provides phone or chat technical support, security updates, or fixes for that version, although installed applications may continue to function.

I cannot confirm that this was intended to force an upgrade, and there is no evidence available here supporting that conclusion. The problem is more likely related to activation or verification of the original license. Unfortunately, community members cannot view Microsoft’s activation records or manually restore a product license.

I am sorry that you had to purchase Office 2021 simply to continue working, especially after being unable to reach someone who could properly review your Office 2016 license.

Answer 2

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hi @Mario De Figueiredo

The message "This product key was used with a different account” normally means that the key was redeemed previously and is already associated with a Microsoft account. A redeemed Office key is generally used only once. After redemption, Office 2016 should be installed and activated by signing in with the Microsoft account originally associated with the purchase, rather than by entering the key again.

Please try the following:

Sign in to the Microsoft account Services & subscriptions page using the Microsoft account that was used when Office was first activated.
If necessary, check any other personal Microsoft accounts or older email addresses you may have used in 2015 or 2016.
If Office Home & Student 2016 appears, use the installation option shown there, then open Word or Excel and sign in with that same account.
If the product does not appear under any account, contact Microsoft Support and request help with Office product activation and identifying the account associated with a redeemed retail key. Keep the original box, product-key card, and proof of purchase available, but share them only privately with the support agent.

Microsoft Q&A is a public forum, so moderators here cannot inspect the product key, verify its activation history, identify the account to which it belongs, or manually reactivate it.

Please also note that support for Office 2016 has ended. This does not by itself convert a one-time-purchase license into a subscription, but Office 2016 no longer receives security updates or technical support.

Thank you for your understanding and time

Ian-T 12,730 Reputation points Microsoft External Staff Moderator

2026-09-28T23:23:39.9466667+00:00

Hi @Mario De Figueiredo

Have you had an opportunity to review the answer shared earlier?

Any update you can provide would be greatly appreciated.